上海翻譯公司完成食品類英文翻譯
 

Finding Solutions-In-Store Guest Recovery
This will discuss how to handle a situation when a guest is not satisfied with their experience in your store.
 
Start with the why
Guest recovery is about making a potentially negative experience a positive one. We always want to make sure everyone leaves with a
smile.
 
 
 
Thinking moment: When was the last time you had a negative experience while eating? How was it handled?
 
 
Education tips
These are just guidelines, kindly note; you need to use your judgment on what your solution is pending the guest and the situation.
A.S.S.E.T is an acronym we use to easily remember our steps to take care of an unsatisfied guest. It’s up to you to master these steps and
empower your team to use these steps for guest recovery.
 
 
 
Guests are our #1 ASSET
Not every guest experience is flawlessly fun. If this is the case, follow these steps to ensure the guest receive the care they deserve.
 
 
 
Acknowledgement-Listen to the guest and show empathy for the situation
 
 
 
Sincere Apology-Apologize for their experience
 
 
 
Solution-Offer a solution to the situation
 
 
 
Entice-Give an incentive to return
 

Below is an example of how to put A.S.S.E.T into action.
 
 
Example: A machine is down with a guest’s favorite flavor. It needs to be re-primed.

 
“Do you need any assistance?”
 
 
“Yes, why is my favorite flavor out right now?”
 
 
A “I understand your frustration. We are currently working on this machine to ensure you get the highest
quality yogurt.”
 
S“I apologize for the inconvenience.”
 
“We should have the machine working in 5 to 10 minutes.”
 
 
 
“I am in a rush.”
 
 
 
S “Would you like to try ____ flavor it’s amazing as well”
 
E “We will give you 20% off for the inconvenience”
 
 
 
“Ok, this flavor is pretty good, I will give it a try”
 
 
 
T “Thank you for your feedback we will work hard to ensure this does not happen again (Communicate